Communications Module 3
Weapons:
Find out if any weapons are being used, threatened or available, and where the weapons are. An accurate description of weapons is a critical safety factor in the decision-making process of response units
3.1 Identify proper methods of greetting
Effective telephone answering procedure should involve a standard three step greeting: 1. Opening introduction 2. Identity of organization 3. Personal touch
Describe the basic elements that are essential to the call management process
Be as efficient and effective as possible in call handling efforts Classify all calls for service correctly Have complete understanding of both the nature of the call and the type of response required
3.1 Describe the journalistic approach and how to use when obtaining information from callers
"Who, what, when, where, why, how?" (Not necessarily in this order.) Who: Who is calling? What: What happened? What is wrong? What is happening right now? What did he or she look like? What is your telephone number? When: When did this happen? Where: Where is help needed? Where are you right now? Why: Why did this happen? How: How are you involved? How many are involved? How often does this happen?
"Pertinent Information" is defined as the information needed to
1. Get airport response units to the incident location. 2. Prepare the response units to deal with what may confront them when they arrive on the scene
3.2 Explain the goal of the airport communications dispatcher
1. To provide a method for stakeholders to access services provided by the airport operator. 2. To process these requests and assign appropriate resources and personnel to take care of them .3. To permit the airport operator to maintain contact with personnel in the field, thus allowing field personnel to carry out their responsibilities of maintaining the airport, and protecting and saving lives and property. Additionally, these objectives could not be reached without a solid communications system, and an understanding of how to use it.
interrogation
ACD must paint a clear and accurate picture and disseminate the information to responding units. NEVER GUESS AND, MOST IMPORTANTLY, NEVER ASSUME!
3.1 Describe what good listening skills are
Be Cognizant--Listen carefully to all of the caller's information. Ask yourself, "Do I understand the information well enough to respond appropriately with confidence?" Accurately Record All Responses--This will eliminate the need to repeat questions Background Noises--Be observant; note any special noises that may be pertinent to the occurrence. What About the Caller--Was the caller young, old, male, female, and did the caller have an accent? Activities in the Communications Center-You should always be aware of other incoming calls plus the calls being dispatched.
Effectively and correctly describe what call classification is
By definition, "call classification" is the sorting of calls for service by level of importance the FAA recommends that some type of incident classification system be developed for aircraft emergencies.4
3.2 Describe what critical thinking is;
Critical thinkers: distinguish between fact and opinion; ask questions; make detailed observations; uncover assumptions and define their terms; and make assertions based on sound logic and solid evidence. Critical thinking is a major contributing factor in the call processing and classification function. This characteristic is extremely important, and ACDs must learn to develop these abilities and improve on them as long as they remain in the profession.
3.1 Describe Explain how to handle high risk/difficult/ and challenging calls
Highly emotional callers-These callers have basically lost control and are looking for someone to take control and help them. When handling these calls: 1) be confident and calm, use a decisive tone of voice; 2) control conversations; 3) focus on the big picture; and 4) never argue with this type of caller. Child callers-From time to time you may receive a call from a child. When handling child callers: 1) do not judge the severity of the call based on the child's emotions; 2) control conversations; children are capable of answering questions and following instructions; 3) always reassure the child that they did the right thing; and 4) always ask if adults are present. Elderly callers--1) Ask one question at a time and wait for an answer; 2) be patient; 3) reassure them by telling them they did the right thing; 4) ask to speak to another person if someone else is available. Mentally challenged--1) Ask the caller if he or she had some knowledge of prior incidents involving this person; 2) Make good use of the 4 Ws and obtain as much information as possible. Demanding "social status" callers--1) Be professional; 2) present a calm, polished, and professional demeanor at all times; 3) handle the caller with tact and diplomacy; 4) never allow the caller's social status to override a decision as to the proper response for the call type. Intoxicated callers--1) Understand that these callers will be difficult to deal with and treat each as a challenge; 2) control the conversation and gather as much information as possible; 3) try and get double confirmation relaying information the caller provides, like names and addresses; 4) keep an open mind.
Explain the correct process for handling multiple incoming calls
Identify yourself and your department. This ensures that the caller has placed the call properly. For 9-1-1 answering points, there is usually a special protocol for answering 9-1-1 calls. One example of an answering statement at an airport 9-1-1 answering point is, "Airport 9-1-1, what is the location of the emergency?" Answer all incoming calls promptly and courteously. Try to answer the telephone on the first ring and try not to let ring more than three times. When working multiple ringing lines, answer these lines by stating, "Department Name, is this an emergency?" Wait for a response, and if call is of a non-emergency nature, ask if the caller can All incoming calls should be processed on a priority basis, with emergencies handled first and routine calls handled last. Non-Emergency phone lines are answered: "Department Name, this is (state first name); how may I help you?" Emergency phone lines are answered: "Department Name, what is your emergency?" Observe telephone courtesy at all times. Remain calm, polite, and never lose your temper. A firm confident voice will always generate best results. Always use proper interrogation techniques. It is essential that all personnel use proper interrogation skills so that we can gather information quickly. If your center has call guides, use them. Write all information down and never leave anything to memory. Control conversations. After the initial exchange, you sense the need of the caller, so cut off superfluous communication by leading the call into meaningful context. Speak directly into the telephone mouthpiece. This ensures that the caller will properly understand you and will not waste time repeating information. "Speak up, speak clearly and avoid hesitations." Avoid the use of public safety jargon or slang. Always use proper English. The stakeholder may not understand and should not be expected to understand our departmental language or codes. Explain waits. If a calling party has been holding for a long period, get back to them and explain the reason for the delay; this shows interest in the person's call. Obnoxious and belligerent callers are inevitable. Treat such calls as a challenge and do not take these calls personally Liability (not advising on the law): You should never advise a complainant about the law. This is a law enforcement responsibility and has nothing to do with your job. Remember, you can be held personally liable as well! Liability: Avoid making statements or comments that might have repercussions on you, the department, or the airport operator. Never Make Promises. End all calls quickly, positively, and courteously. "Thank you" is one of the most powerful phrases you can use on the telephone. Call takers should display courtesy at all times (no matter what type of call you are handling). Treat all callers as you would expect to be treated. The reputation of the department and the airport operator can be established by the manner in which you answer and conduct yourself on the
3.1 Describe the connections between NFPA 1061 "Standard Professional Qualifications for Public Safety Telecommunicator" & the importance of telephone techniques and call processing
NFPA) developed the following American National Standard, NFPA1061"Professional Qualifications for Public Safety Telecommunicator," recently updated in 2013. This standard is used as a benchmark for many of the requirements communications dispatchers should meet within their organizations. So, what is the connection between this standard and telephone techniques and call processing? NFPA 1061 contains minimum "Job Performance" requirements that address telephone techniques and call processin
3.1 Describe good call processing skills and techniques
Pertinent Questions--Ask questions concerning the situation. Refer to your agency-specific Call Guides or protocols for assistance. Accuracy--Obtain specific information. NEVER ASSUME, be careful of relative terms such as time and distance, and of slang. Have the complainant repeat the information if necessary. Timeliness--Process calls as quickly as possible, while remaining certain to obtain complete and accurate information
3.1 Describe the process for taking and relaying messages
Take all information in reference to the person calling. Never assume that the person for whom the message is intended will know who called, how to contact them, or what the message was in reference to. Always obtain the following information: The caller's full (first and last) name. The call back number. A brief description of the call (as applicable).
Describe communications between emergency service units and other agencies
The benefits of a good communications system allow for the passing of information to other public safety oriented agencies. Some of these are law enforcement, public works, D.O.T. and utility companies. When other agencies are involved, clear concise terminology should be used.
3.1 Describe the proper techniques for controlling conversations and obtaining proper pertinernt information from calls
The most effective tactic is asking short, specific questions, such as their name, address, telephone number, where they are, etc
Explain the basics of how the call taker and the telephone work together
Voice, tone, body language--establishing the proper tone of voice immediately identifies the airport's business style. A pleasant greeting should be standard company police
Vehicle:
When needing to obtain vehicle descriptions, the ACD will use the acronym "CYMBALS" for accuracy and consistency of this process. The acronym "CYMBALS" is a universal practice used when obtaining vehicle descriptive information. "CYMBALS" stands for: • C--Color of the vehicle • Y--Year of vehicle • M--Make of vehicle • B--Body style • A--Additional information • L—License Plate Number • S--State
Explain some of the components of administrative and public safety telephone techniques
airport communication centers are responsible for and perform main switchboard duties public safety telephone techniquesreceiver, you have an enormous responsibility, and the biggest challenge here is for the ACD to remain calm, civil, professional, and thorough in handling every call that comes into the communications center. The ability to strike a balance is necessary to do everything that needs to be done on each call without taking up any extra time, and to do it in a way that leaves every caller satisfied--this is what distinguishes the outstanding professional ACD
Explain what call processing is
designed to put a singular label on a course of actions performed by the ACD. It is an all-inclusive term for measures that include answering the telephone, handling the conversation, and gathering incident information. An example of this is listed in NFPA 1061
3.1 Explain the importance of professional telephone techniques
honesty, integrity and reliability are the cornerstones of the airport communications profession and making the correct choice is a critical component.
3.1 Explain how agencies handle language barrier calls
many agencies budget for and use a subscription language service to help translate and provide proper assistance to these callers. Normally, the way this type of service works is the call is placed into a three-way conversation between the caller, the call taker, and the language service. The service provider determines the caller's native language and patches in a translator for that language. The language translator will not interrogate the caller, but will act as a translator only.
Describe of the components of public safety telephone techniques
receiver, you have an enormous responsibility, and the biggest challenge here is for the ACD to remain calm, civil, professional, and thorough in handling every call that comes into the communications center. The ability to strike a balance is necessary to do everything that needs to be done on each call without taking up any extra time, and to do it in a way that leaves every caller satisfied--this is what distinguishes the outstanding professional ACD.
3.1 Describe what telephone techniques are and why we use them
such an important element in the airport communication system? The short answer is that telephone techniques are interactive. What this means is that the telephone offers a unique, two-way medium for public involvement responsible for providing services such as; airport security, law enforcement, ARFF, emergency medical support, and airport operations (to name a few).
Describe the importance of communication over the telephone
telephones have long been used for community involvement; airports, as with other businesses, use telephones to obtain information, render service, and to give opinions--things airports constantly strive to do to meet customer needs public safety perspective, the telephone is the lifeline for victims of crime, and persons with life-threatening illnesses or injuries. From the airport communications dispatcher's1 perspective, the majority of the work involves using the telephone, and possessing first rate telephone skills is a must
3.1 Describe the roll of the call taker
will fulfill a number of critical functions evolving from the complex task of emergency call management and related processes. For an emergency call taker, the issue of ethics can arise at almost every turn. And when it does, there is unlikely to be an unanimous opinion on the "right" path to take.
